Systems Support Specialist Job at Apkudo, Inc.
Summary: System Support Specialist - Dallas - $50-74K - 1st, 2nd, or 3rd shifts - Onsite
Do you enjoy working with smartphones, tablets, and notebooks and supporting external and internal customers with world-class system support? In this role, you will work with cutting-edge technologies to assist onsite customer operations using our proprietary maintenance and testing support systems. You will help lead the triage process and work with support from local and remote teams to implement solutions. You will develop a full understanding of these unique systems and help our customers advance their processes, productivity, and profitability.
We have three shifts and ideally need flexible workers: 1st Shift is from 4:00 am - 2:30 PM four days a week M-Th, 2nd Shift is from 3:00 pm to 1:30 am M-Th, and the 3rd Shift is from 6 am to 6:30 pm Fr, Sat, and Sun. Apply today!
What you will own (responsibilities):
We are agile and our days and duties can vary. In this role, you will be responsible for delivering in the following ways:
- Work at our DFW Coppell location and/or other nearby customer sites (consistent with COVID protocols) and support the customers directly to implement and enhance our automated, robotic device testing and triage systems.
- Use Linux, CLI (Command Line Interface), some Python, and some Programmable Logic Controls to help maintain machines performing point-to-point checks of field devices and controllers.
- Prepare tickets for our system, help to analyze root causes of issues, communicate results, and prioritize tasks within the queue.
- Respond to and resolve issues to minimize downtime of the test systems and help to ensure operations run smoothly.
- Perform preemptive and corrective maintenance as needed.
- Provide detailed descriptions of the state of the system and provide insight as to the cause of any issues.
- Capture supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other internal teams.
- Perform regular testing based on a strict set of instructions throughout the lifecycle of systems.
- Work with teammates and our Engineering team to streamline existing support material including but not limited to training guides, FAQs, and troubleshooting.
- Build and enhance customer relationships.
- Support onboarding of new and existing operators as new features and functionality are added.
- Be on-call like other team members for occasional after-hours emergencies as needed.
- Be available to occasionally work a rotating schedule when required in support of other team members.
- Perform other related customer support duties as required.
What you bring (experience and qualifications):
We come together to deliver for each other and our customers, and we know there are many paths to performing well. We will expect you to come up to speed fast and deliver great work without too much guidance. We think it would be hard to do that in this job without specialized education or proven successful experience in:
- A degree (B.S. or Associate) in Computer Science or a similar field is preferred but relevant experience may substitute for a degree.
- 1-5 years of progressive Android and/or iOS mobile device customer support experience required.
- Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell.
- Experience with programming languages such as Python is a plus.
- 1-5 years of experience with industrial programmable logic control systems including minor programming and troubleshooting required.
- 1+ years of experience working with analog, discrete, and networked input/output field signals, vision systems, and scanners preferred.
- An understanding of closed-loop control systems, field sensor scaling, and/or other functions typically performed by industrial controllers.
- Proficiency with data handling in Google Docs, Sheets, and Slides.
- The desire to learn new technologies and work methods.
- The ability to work in a cross-functional group environment as well as alone.
- Intrinsic motivation, positive energy, and a proactive and results-oriented outlook.
- Organized and detail-oriented with the ability to meet deadlines while overseeing multiple short-term activities.
- Excellent technical troubleshooting and problem-solving skills.
- Excellent written and verbal skills.
- Ability to work in a cross-functional group environment.
- Familiarity with automated systems such as controls, valves, and mechanical and electrical fields.
- Knowledge of safe working practices around moving and electrical equipment.
If you think differently and know that you can do the job well, apply and show us!
What we expect from everyone:
What does it take to be successful with us? We expect ourselves and each other to:
- Put people first (by helping others be at their best-and making sure we are, too)
- Communicate clearly (by speaking candidly, regularly, and respectfully to everyone)
- Own our work and the outcomes (by taking personal ownership to deliver on the commitments we make to our colleagues and our customers)
- Trust and be trustworthy (by acting with integrity and providing excellent work for each other and our clients)
- Value everyone’s voice (because it’s all about the best ideas-not bureaucracy).
What you can expect from us:
- 4 weeks of time off every year. You are expected to take that time off because we know that taking time off makes us better at our work and with each other
- Flexible working hours and schedules (some positions-like this one-will do some on-call weekend work on occasion, but we expect you to take time off during the week to make up for it)
- Casual dress
- A company-paid Google Pixel phone or a monthly credit to apply for your tech needs (including upgrading your bandwidth)
- 12 paid holidays, including Juneteenth and the day after Thanksgiving
- A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
- 401(k) matching up to 4%
- Up to $5,250/year for certification, continuing education, and tuition reimbursement.
- We offer insurance coverage we’re proud of for you, your family, and your spouse or domestic partner. We pay 100% of the cost of coverage for you for vision (through VSP), dental (through Guardian Dental), and some medical plans (through United Health Care, the largest health insurance company in the U.S.).
- HSAs, FSAs (health care, dependent care), and commuter benefits to reduce what you have to pay for these parts of your life
The fine print:
This position is on-site. You may also be asked to occasionally cover other shifts in support of team members. You may also travel on occasion, particularly to other DFW customer sites. Finally, you may spend time traveling outside of Dallas to another customer site (0-5%); other sites include our headquarters in Baltimore or in other sites where we currently have test and triage facilities such as Nashville.
The physical requirements of the job include regular walking and freely moving about our warehouse environment as well as working on our automated robotic lines using your hands and fingers. You will also need to occasionally stoop, kneel, crouch, and/or crawl around the machines for repairing and/or servicing the machines including water changes. On occasion, you may need to lift or move machinery and equipment weighing up to 50 pounds (for comparison, typically a five-gallon bottle of water weighs approximately 40 pounds).
Other physical requirements include periods of sitting at a desk and working on a computer.
We are also an agile organization, and so the duties and description of this role (like every other at our company) may change at any time as we adapt.
This position is exempt under the Fair Labor Standards Act (FLSA).
About us:
We develop hardware and software platforms to manage the connected device (cell phones and other connected devices) supply chain. We use artificial intelligence, advanced analytics, and sophisticated automation to assist supply chain stakeholders in their strategic decision-making processes by injecting intelligence and transparency throughout the entire device lifecycle: from design, development, testing, and certification to forward and reverse logistics. We test and certify, test and triage, and provide stakeholders (OEMs, Carriers, Insurers, and 3PL) with the data to help them balance device quality, velocity, and precision across all supply chain processes to optimize device experiences and device value.
We are committed to equal employment opportunities and a workplace culture where everyone is respected and connected. We consider all applicants fairly regardless of national origin, race, religion, color, sex (including pregnancy and sexual orientation), disability, or genetic information.
We have three shifts and ideally need flexible workers:
1st Shift is from 4:00 am - 2:30 PM four days a week M-Th
2nd Shift is from 3:00 pm to 1:30 am M-Th
3rd Shift is from 6 am to 6:30 pm Fr, Sat, and Sun.
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